Business develoPment and Practice success
your message is your business
Business development manager, ann e. Wright
h ow many times have you called a business and been
greeted by a disinterested receptionist? Have you had
to endure listening to a long winded recorded telephone
words such as “Certainly”, “Yes, I understand”, “I can take
care of that right now for you”.
4. Always ask if you can put a caller “on hold” saying
message that completely taps your patience? Cute personal that you are getting them the information or person they
messages our friends have on their home phones, family have called about. If your callers anticipate a tedious wait
jingles, babies cooing, music playing, and attempts at hu- without any justification provided, they are likely to hang
mour, much of which misses the mark, are inappropriate up the receiver. This is not what you want potential clients
in a business setting. We tolerate, and are amused by these to do.
messages because more often than not, we know the family. 5. Speaker phone: Speaker phones are intended for calls
However, the telephone is a powerful asset in your dental that involve multiple people in the room. If you need your
hygiene business. Your message and the manner you an- hands free to use the computer to schedule an appointment,
swer the telephone is often the first point of contact with then it may be wise to invest in a headset. If you must put
a new client. The last thing you want to do is irritate or your clients on speaker phone, tell them that you are doing
frustrate your caller. so in order to access their data.
There are several commercial message options for your
voicemail. With such features as “on hold”, you have reCorded messages
the capability to offer a running advertisement for your 1. Number of rings before recorded message picks up:
practice. These features provide your business with a profes- The same advice as for answering the phone live applies.
sional image, but may not capture the personal connection Ensure that calls are answered before the third ring.
many dental hygienists hope to create with clients. Gener- 2. Record a professional and concise message: “Thank
ally, most dental hygienists starting out in business rely on you for calling Smiles for Life, dental hygiene office. We are
a personal greeting or voice message to connect with their dedicated to providing you with excellent oral healthcare
callers. Let’s look at some message pointers. services, so that you keep your smile for life. All of our
lines are currently busy, so please leave your name, phone
answering in person number, and time of your call, and we will return your call
1. Number of rings before pick up: All calls should be as soon as possible.”
answered before the third ring. 3. Try to resist giving out too much information: I called
2. Courtesy and enthusiasm: This is what establishes a dental hygiene office and received a voicemail that ran
the impression of yo